METRICS FRAMEWORK
Frameworx Release 16.5
SALE
• Days Sales Outstanding (DSO) [91]
MARKET / SALES
• % Outbound Calls Resulting In Sales [1190]
• % Sales From Products Launched In Last 12 Months [1232]
• % Qualified Leads Where Sale Was Closed [1325]
• % Up-Sell Opportunities Converted [2415]
• $ Sales, Per Hour [2596]
• % Cross-Sell Opportunities Converted [2418]
PRODUCT OFFERING
• # Product Offerings In Product Catalog [2597]
PRODUCT
• % Revenue, By Product Offering [2598]
• # Days Time To Market, Per New Product Offering [2599]
• # Days Time To Market, Per Existing Product Offering Change [2600]
• % Sales From Products Launched In Last 12 Months [1232]
• % Product Offerings Launched On Time In Last 12 Months [1236]
• % Product Offerings That Met All Business Case Objectives [1240]
CUSTOMER
• % Customers Acquired [8]
• % Customers Lost [9]
• % Customers Included In Reconciliation [24]
• % Customers Misaligned [26]
• # Customer Requests (x1000), Per Customer [31]
• % Customers With SLA [60]
CUSTOMER
• % Prepaid Customers Erroneously Identified As
Postpaid [102]
• % Market Share [448]
• Propensity to Call (PTC) [704]
• % Customers Who Can Identify Brand Unaided [1327]
• % Customers Who Made Their First Brand Purchase In
Last 12 Months [1330]
• # Months Tenure, Per Customer [2606]
• % Customers Using Self-Service [2607]
ACTIVATION
• % Activations Completed By Committed Date [39]
• % Activations Completed But Failed [41]
• # Customer Contacts About Usability Of Installed
Service, Per Activation [40]
SERVICE
DEVICE
• % Mobile Devices Company-Owned [314]
RESOURCE
• % Mobile Devices Employee-Owned [315]
• % Mobile Devices With Company-Controlled Configuration [317]
• % Mobile Devices With Company-Detectable Configuration Changes [319]
• % Mobile Devices With Formal Lock-Out Plan [321]
PARTNER RETAILER
ENGAGED PARTY
• % Revenue From Partners [1947] • % Revenue From Retailers [1949]
• $ Average Revenue, Per Retailer [1068]
REVENUE
• Profitability [1]
ENTERPRISE
• Average Revenue Per User (ARPU) [2]
• % Opex, Of Revenue [4]
• % Revenue, By Bearer Service And Application Type [5]
• % Revenue, For Voice Services [6]
• % Revenue, For Data Services [7]
• % Revenue Unbilled And Underbilled [10]
• % Stranded And Unused Asset Cost, Of Revenue [13]
Note: The metrics above are a subset of metrics from GB988. Numbers in square brackets are the TM Forum metric ID (TID). See GB988 for additional metric attributes. File updated: December 20, 2016
LEAD
• % Qualified Leads Where Sale Was Closed [1325]
• $ Lead Management Cost, Per Lead [1333]
CAMPAIGN
• % Revenue Generated, As A Result Of Campaign [1334]
• % Cost Reduced, As A Result Of Campaign [1335]
• % Campaign Benefit, Of Campaign Cost [1341]
PRODUCT
• # Products, Per Customer [2601]
• % Customers, By Number of Products [2603]
• % Products Churning, By Product [2602]
• % Customers Churning One or More Products [2604]
• % Existing Customers Adding One or More Products [2605]
SUBSCRIBER
• % Subscribers Acquired In The Last Month [1194]
• % Subscribers Lost, By Billing Type [1207]
• % Fixed-Line Subscribers Active For At Least 3 Years [1209]
• % Wireless Subscribers Active For At Least 2 Years [1210]
• # Repeat Billing Errors, Per Subscriber [1221]
• % Subscribers Who Cancel Or Don’t Renew At The End Of Their
Initial Contract [1277]
• % Revenue From New Subscribers [1278]
• $ ARPU For New Subscribers Acquired In Store [1295]
• % Customers Paying Bill Online, With Credit Cards Or Auto-
Payment [1302]
• % Electronic-Billing Subscribers Still Getting Paper Customer
Bill [1303]
• % Prepaid Subscribers Who Topped-Up In Period [1315]
• % Prepaid Subscribers Who Never Top-Up [1322]
• % Active Subscribers Disconected Due To Fraud [422]
• # Subscribers, Per Employee [1083]
INSTALLATION
• $ Fulfillment Cost, Per Installation [48]
• % Installations Failed [580]
• % Installations On Requested Time [581]
• % Installations On Committed Time [582]
• # Hours Installation Time Difference, Per Installation
Committed [38]
SLA
• # SLA Violations, Per SLA [63]
• % Issues Resolved Within SLA Cycle Time [761]
TRUCK ROLL
• $ Average Truck Roll Cost [2610]
• % Truck Rolls Avoidable [391]
DEALER
• % Revenue From Dealers [1951]
• % Revenue Overbilled [15]
• % Revenue Recovered [16]
• % Revenue Recoverable [18]
• % Revenue Recovered And Recoverable [22]
• % Customer Management Cost, Of Revenue [34]
• % Fulfillment Cost, Of Revenue For Services Newly Fulfilled [43]
• % Sales Cost, Of Revenue For Services Newly Fulfilled [44]
• % Revenue, By Channel Type [46]
CHANNEL SOCIAL MEDIA WEB STORE ADVERTISING SALES MANAGEMENT
• % Revenue, For Online Channel [1298] • % Social Share Rate [2380] • % Web Pages Helpful [787] • $ Revenue Per Store [1289] • Advertisement Effectiveness Subjective Score [444] • % Sales Cost, Of Revenue [1274]
• % Revenue, By Channel Type [46] • % Social Media Comments Positive [938] • % Web Pages Unhelpful [788] • $ ARPU For New Subscribers Acquired In Store [1295] • % Advertising Expenditure, Of Revenue [1332] • % Sales Cost, Of Revenue For Services Newly Fulfilled [44]
• % Revenue, By Channel Type, Of Channel Cost [47] • % Social Media Comments Negative [939] • # Seconds Average Web Page Response Time [2383] • % Customer Orders In Store, Completed In Store [1296] • % FTE In Sales Management [1275]
• % Marketing Channels Used By Service Provider, Vs Used By • # Opinions Solicited From Social Media, By Sentiment, Per Posting [1361] • # Seconds User Spent On Web Page, Per Visit [2428] • % Revenue From Retailers [1949]
Competitors [464] • % Social Media Mentions, Of Competitor Social Media Mentions [1368] • % Customer Service Staff, Of Sales Staff, Per Store [1290]
• Online Channel Subjective Score [470] • % Social Media Conversations, Of Competitor Social Media Conversations [1369]
• Online Channel Comparative Subjective Score [471] • % Social Media Positive Ratings, Of Competitor Social Media Positive Ratings [1370]
• % Social Media Responses, Of Competitor Social Media Responses [1371]
• % Social Media Negative Ratings, Of Competitor Social Media Negative Ratings [2367]
• % Social Media Networks Used By Service Provider, Vs Used By Competitors [467]
TOP-UP PRODUCT MANAGEMENT
• $ Average Top-Up Value [1316] • % Product Management Cost On New Products [1234]
• % Top-Ups Successful [1318] • % Product Management Cost On Updates Or Maintenance Of Existing Products [1235]
• % Top-Ups Attempted But Failed [1319] • % Product Management Cost On Capped Systems Or Technology [2358]
• $ Average Top-Up Voucher Value [1320]
• # Seconds Average Top-Up Activation Time [1321]
• % Prepaid Subscribers Who Never Top-Up [1322]
CUSTOMER CONTACT CUSTOMER REQUEST CUSTOMER ORDER CUSTOMER BILL CUSTOMER PROBLEM REPORT CUSTOMER PAYMENT CUSTOMER MANAGEMENT
• % Customer Contacts, By Contact Type [27] • First Call Resolution (FCR) [30] • % Customer Orders Failed Within 28 Days [42] • % Customer Bills Issued, By Delivery Type [75] • % Customer Problem Reports From Customers [61] • % Customer Payments, By Payment Type [76] • % Customer Management Cost, Of Revenue [34]
• % Customer Contacts, By Request Type [32] • Average Hold Time [28] • % Customer Orders Requiring Rework, By Cause Type [51] • % Customer Bills Sent Electronically [77] • % Customer Problem Reports Actually Closed In • # Hours Customer Payment Handling Time, From Receipt, • % Customer Management Cost, Of Opex [35]
• # Customer Contacts About Usability Of Installed Service, Per • Average Handle Time [29] • % Customer Orders Requiring Rework [53] • % Customer Bills Paid Electronically [78] Compliance With SLA [64] To Posted In Billing, Per Customer Payment [94] • $ Customer Management Cost, Per Customer Request [36]
Activation [40] • # Customer Requests (x1000), Per Customer [31] • % Customer Orders With Pending Error Fixes [54] • % Customer Bills Adjusted [1386] • % Customer Problem Reports Closed, By Cause Type [71]
• # Customer Contacts About ReReported Customer Incidents, Per • # Minutes Customer Problem Handling Time, To Service CUSTOMER APPOINTMENT
• $ Customer Management Cost, Per Customer Request [36] • % Inquiries Leading to Customer Orders [566] • % Billing Charge Value From Previous Billing Cycle, Of Billing Charge Cost [81] CUSTOMER EXPERIENCE MANAGEMENT
Customer Incident Closed [59] Restoration, Per Customer Problem
• # Minutes Customer Information Handling Time, Per • % Customer Orders Cancelled [568] • % Customer Bills With Error [82] • % Customer Appointments Met [367] • Net Promoter Score (Relational) (NPS-R) [280]
• # Customer Contacts About Billing, Per Customer Bill Issued [84] Customer Request [79] • Report Closed [69]
• % Customer Orders In Store, Completed In Store [1296] • % Customer Bills Requiring Adjustments Initiated By Customer [83] • # Minutes Average Time From Technician Shift Start to • Net Promoter Score (Transactional) (NPS-T) [283]
• Mean Time Between Failures (MTBF) [73] First Customer Appointment Arrival [383]
• % Customer Orders With Flowthrough Provisioning [2609] • # Customer Contacts About Billing, Per Customer Bill Issued [84] • Customer Effort Score [2608]
CUSTOMER CALL AGENT CALL
• # Customer Problem Reports Resolved To
• % Customer Orders Utilizing Discounts [1282] • % Customer Bills Requiring Adjustments Initiated Internally [85]
• Average Hold Time [28] • Customer Satisfaction, Per NOC FTE Assigned To Problem
• % Outbound Calls Resulting In Sales [1190] • % Customer Orders Not Fulfilled [1283] • % Customer Bills Requiring Manual Intervention [87]
• % Customer Calls Abandoned [33] Resolution [74]
• % Outbound Calls Not Resulting In Sales, By Reason [1192] • % Customer Orders Abandoned [1305] • % Customer Bills Dispatched On Time [876]
• Propensity to Call (PTC) [704]
• # Hours Order Fulfillment Time, From Ordering, To Acceptance, • % Customer Bill Value Unpaid [100]
Per Customer Order Accepted By Customer [37]
• # Hours Bill Processing Time, From Bill Cycle Close, To Bill Dispatch, Per
• # Hours Order Fulfillment Time, From Ordering, To Activation, Customer Bill [80]
Per Customer Order Accepted By Customer [50] • % Customers Paying Bill Online, With Credit Cards Or Auto-Payment [1302]
• # Hours Order Fulfillment Time, From Activation, To Bill Dispatch, • $ Billing Management Cost, Per Customer Bill Produced [89]
Per Customer Order [92]
• # Hours Order Fulfillment Time, From Bill Dispatch, To Cash
Received, Per Customer Order [93]
SERVICE PROBLEM REPORT VOICE SERVICE SMS SERVICE VOD SERVICE AUDIO/MUSIC STREAMING SERVICE M2M SERVICE EHEALTH SERVICE SECURITY SERVICE
• $ Assurance Cost, Per Service Problem Report Resolved [68] • $ ARPU, For Voice Services [1480] • $ ARPU, For SMS Services [1597] • $ ARPU, For VoD Services [1546] • $ ARPU, For Audio/Music Streaming Services [1649] • $ ARPU, For M2M Services [1622] • $ ARPU, For eHealth Services [1655] • $ ARPU, For Security Services [1662]
• # Hours Service Problem Handling Time, Per Service Problem • % Voice Calls Successful [1484] • # Subscribers, For SMS Services [1592] • # Subscribers, For VoD Services [1545] • # Subscribers, For Audio/Music Streaming Services [1648] • $ Revenue, For M2M Services [2543] • $ Revenue, By eHealth Service [1656] • # Subscribers, For Security Services [1660]
Report Resolved [70] • # Minutes Average Voice Call Duration [1483] • # Messages Sent, For SMS Services [1593] • % Downloads Successful, For VoD Services [2487] • # Subscribers, For M2M Services [1619] • # Subscribers, For eHealth Services [1652] • # Messages, Per Subscriber, For Security Services [1663]
• # Messages Sent Off Network, For SMS Services [1594] CLOUD SERVICE • # Messages Successful, For M2M Services [1625] • % Traffic, For eHealth Services [2570] • % Traffic, For Security Services [2576]
PORTING REQUEST BROADBAND SERVICE • # Messages Received, For SMS Services [1595] IPTV SERVICE • $ ARPU, For Cloud Services [1582] • # Bytes Average Message Size, For M2M Services [1626]
• % Incoming Porting Requests Failed [578] • # Messages Received From Off Network, For SMS
• $ ARPU, For Broadband Services [1522] • $ ARPU, For IPTV Services [1532] • # Subscribers, For Cloud Services [1581]
• % Incoming Porting Requests Compliant [579] Services [1596]
• # Subscribers, For Broadband Services [1521] • # Subscribers, For IPTV Services [1531] • # Outages, For Cloud Services [2512]
• # Bytes Average Data Downloaded, Per • # Bytes Traffic, For IPTV Services [1533] • # Minutes Average Outage Time, For Cloud Services [1587]
Subscriber, For Broadband Services [1523] • % Traffic, For IPTV Services [2475]
• # Bytes Average Data Uploaded, Per Subscriber,
For Broadband Services [2467]
BASE STATION XDR IT MANAGEMENT
• $ Average Base Station Revenue [2611] • % XDRs For Billing [12] • % IT Management Cost, Of Revenue [2613]
• $ Average Base Station Cost [2612] • % XDRs Recovered, Processed And Billed After Recycling [21] • % IT Management Cost, Of Opex [2614]
• % XDRs Falling Into Suspense [98] • % IT Management Cost, For Running The Business [2615]
• % IT Management Cost, For Growing The Business [2616]
• % IT Management Cost, For Transforming The Business [2617]
• $ IT Management Cost, Per Employee [2618]
• % IT Management FTE, Of Employees [2619]
VENDOR SERVICE PROVIDER SETTLEMENT REPORT
• % Revenue, Generated From Using Vendor [1262] • % Customers With Multiple Services From Same Service Provider [1284] • % Settlement Reports Verified And Accepted [14]
• % Vendor Business Case Benefits Deviation [1272]
OPEX MARGIN FRAUD MANAGEMENT EMPLOYEE
• % Revenue, By Channel Type, Of Channel Cost [47] • % Opex, Of Capex [3] • $ Margin [2370] • % Fraud Loss, Of Revenue [416] • % Employees With Background Checks [350]
• % Future Infrastructure Build Investment, Of Revenue [55] • % Opex, Of Revenue [4] • % Relative Margin [2375] • % Active Subscribers Disconnected Due To Fraud [422] • % Employees With Security Awareness Training [352]
• % Assurance Cost, Of Revenue [65] • % Customer Management Cost, Of Opex [35] • $ Average Margin Per User [2376] • % Fraud Cases Closed [430] • $ Revenue, Per Employee [1089]
• % SLA Management Cost, Of Revenue [67] • % Fulfillment Cost, Of Opex [45] • # Subscribers, Per Employee [1083]
• % Billing Management Cost, Of Revenue Billed [86] • % Assurance Cost, Of Opex [66]
• % Collections Cost, Of Revenue Billed [88]
• % Billing Error Cost, Of Revenue Billed [96]
• % Collectable Debt Written Off, Of Revenue Collected [99]